Director of Operations - Cypress, United States - The Travel Corporation (TTC)

Description

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ABOUT US
We are driven by service through PASSION, PEOPLE & PURPOSE. A Family of Brands making travel matter for over 100 years.

The Travel Corporation is made up of a team of individuals with a shared goal of delivering exceptional travel experiences that make a positive difference.

We're leading the way in responsible travel, unique rich local experiences, and are dedicated to making sure travel is easy and enjoyable.

We're seeking new talent to elevate our team and can't wait to hear from you.


HOW YOU'LL WORK
We're energized by all the opportunities of the new world and are proud of our inspiring global workplaces. We look to inspire teamwork, collaboration, and passion for creativity.

We offer a flexible work environment - in person in exciting offices and virtually with leading technology.

Working together across markets, teams, and disciplines ensures everyone has a voice and everyone is part of our industry-leading brands.

Irrespective of where you are, we cultivate environments where everyone contributes, and everyone flourishes.


PERKS

• After your first year, you get an annual travel credit of $1,250 to travel on any one of our core travel brands.
• You also get 2 weeks a year where you can work from anywhere in the world, your choice.
• To grow we offer a global training calendar, with a mix of virtual, inperson, and elearning courses. Plus, we give $3,000 per year to support external learning and development courses that interest you and drive your passion.
• Giving back we give you two paid work days each year to volunteer to make a difference in causes that are close to your heart too. We believe that travel is a privilege, but with that privilege comes the responsibility; to ensure we have a positive impact on the places we go, the people we meet, and the wildlife we enjoy. We ensure that travel is a force for good and that we MAKE TRAVEL MATTER.

***The Director of Operations is the lead executor of brand strategy about service delivery. Overseeing the smooth running of all operational aspects leading up to, during, and post-trip, as well as directing recruitment, training, development, and performance management of the on-road teams in collaboration with the Operations Managers.


Requirements:


Key Responsibilities

• Directs the administration of all that pertains to TDs to ensure it complies with company policy and service standards. Directs the areas of recruiting, hiring, training, performance evaluations, P&C administration, and scheduling of new and existing Trip Managers
• Analyze and improve workflows to ensure deadlines for operations season are met in preparation for peak operating season and within the overall Tour Operators Business Cycle.
• Monitor and support all Quality Improvement efforts. This includes monitoring all aspects of the internal CTQ questionnaire process and computerized system for data collection, entry, and benchmarking for the Executive Team and internal customers. Work in conjunction with the Product and Operations Team to assess whether tour components are meeting quality and service delivery standards.
• Oversee the administration of all customer relations processes and service excellence metrics. This includes working with the operations team to receive, log, and respond to escalated client concerns and quality control situations
• Direct the administration of tour technical itineraries every year in conjunction with the operations team. Ensure the completion and accuracy of technical itineraries, guest documents, and website in line with brochure itineraries for accurate and effective delivery of the products and services.
• Review and analyze trends in the program, identifying issues, developing and recommending solutions and best practices
• Assist with Product Development for new and existing tour programs based on guest feedback and TD feedback
• Acts as a liaison between Operations Administration, Contracting, Build, and Travel Experience teams to ensure brand standards are maintained and timely and exceptional delivery of services provided by collaborating teams
• Key member of the TTC Tour Brands & Contiki Incident Response Team

Competencies

• Strong verbal and written communication skills required. Proactive, strategic mentality with the ability to communicate well and motivate others required. Ability to communicate with all levels of staff required.
• Vision correctable to 20/20 with reasonable accommodation required. Ability to look at a computer monitor for extended periods required.
• Able to sit for long periods and to use a computer, mouse, and keyboard is required. Able to lift 20 lbs with reasonable accommodation preferred.
• Strong analytical and problemsolving skills are required. Ability to accommodate a variable work schedule (occasional nights, weekends, and high degree of travel) required.
• The ability to work calmly under pressure and respond to situations with a consid